Barclays accessibility statement
Barclays accessibility statement
Opening statement by Sir David Walker, Barclays Group Chairman:
'One of our ambitions is to become the most accessible and inclusive bank for all our customers and clients. We do this, not only because it makes good commercial sense, but because it's the right thing to do. It's consistent with our values and culture of helping everyone achieve their potential, and consistent with our vision of becoming the 'Go-To' bank.'
Our commitment to you
Our aim at Barclays is, and has always been, to provide accessible services for all our customers, including those who are older and who have disabilities. We've started to make progress, and we realise there is still more to do in this area in order for us to become the most accessible financial services provider, but we are determined to do it.
We take our responsibilities in this area very seriously, and regularly engage with disability organisations and charities to access their knowledge about the needs of people with disabilities, and how best to improve our products and services. We welcome the insight that this regular dialogue brings.
We also hold more focused discussions with panels of customers, shaping the way we deliver our service changes.
Our commitment to inclusive design
Inclusive Design is a general approach to creating new products and services that addresses the needs of the widest possible audiences, irrespective of age or ability. It's key to ensuring that our products and services are accessible to all. We are committed to this approach, which will help us to get it right first time. We've created new ways to help our colleagues understand and deliver Inclusive Design, from initial project design, throughout implementation, and into customer service. This ensures we are embedding our vision into the heart of our business operations.
Our commitment to accessible services
For some time now, we have been working hard to ensure our branches are accessible and 97% of them now have level access. Last year we became the first major high street bank in the UK to deliver audio functionality to over 80% of our ATMs. It is our intention that in time 100% of our machines will talk, offering greater independence, security and privacy to people with a visual impairment.
This year, we've already introduced a range of high-contrast colour schemes for our debit cards with backgrounds that help customers read the information on their card more easily. This includes colour coding to indicate which way to insert it into the ATM, and to differentiate it easily from other cards in their wallet.
This adds to the range of accessible stationery that we already offer, including facsimile signature stamps, cheque and credit book templates, credit and debit card templates and bank note gauges. As you would expect, we can also provide all written communications in alternative formats.
We also offer chip and signature debit and credit cards for customers who can't use a personal identification number (PIN), and our PINsentry device for accessing online banking comes in an audio version as well.
But we aren't stopping there. This year we're looking at the following:
Updating and refreshing disability awareness and etiquette training for our staff
- Making better use of accessible technology
- Introducing instant Sign Video British Sign Language interpreter services for telephony and services in our branches
- Ensuring all of our online content and services are fully accessible to screen readers
- Exploring opportunities for secure chat through online and mobile services
- Reviewing the remaining branches which are not step free
- Making better use of customer feedback to improve the accessibility of our products and services
We know that to become and remain the most accessible bank on the high street requires continual improvement. To do this we will:
- Embed the principles of Inclusive Design into the way we make changes that affect our customers. We will do this through training and standards
- Use our buying power to influence our suppliers. We only want to work with organisations that share our commitment to Inclusion so that together we can make an impact
- Listen to our customers to find out how we can improve what we currently do, and what else we can do to make our services more accessible, easy and convenient
- Ensure our new and refurbished branches maximise access
We truly want Barclays to be the 'Go-To' bank. For everyone.
1. To maintain a quality service, we may monitor and record phone calls. Calls to 0800 numbers are free when calling from a UK landline. Charges may apply when using a mobile phone or when calling from abroad. Call charges